Contact Center / Operations Job Description
Contact center / operations
provides training and mentoring to Contract Specialists and Customer Contact Center Representatives to drive consistent use of global Corporate Contract and Contact Center processes within team.
Contact Center / Operations Duties & Responsibilities
To write an effective contact center / operations job description, begin by listing detailed duties, responsibilities and expectations. We have included contact center / operations job description templates that you can modify and use.
Sample responsibilities for this position include:
Develop and implement call center policies and strategies including setting goals, standards, benchmarks to evaluate staff performance, and retention objectives
Audit Staffing Ratios
Handles customer inquiries and resolves issues that have been escalated from Associates and Supervisors
Coordinates communication from Manager and other departments to Supervisors and their respective teams
Manage new EU/UK contact center vendor
Work with ANF and external training staff to establish and deliver training, nesting, and standards
Audit Staffing Ratios (ie Supervisor-to-Agent)
Meet regularly with the vendor’s operations team
Manage technological changes to support international contact center operations
Provide leadership across the Sales and Service operations in Las Vegas
Contact Center / Operations Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Contact Center / Operations
List any licenses or certifications required by the position: HDI, ITIL, PMP, DALBAR, J.D, BLS, CPDM, PHR, SPHR, CCDP
Education for Contact Center / Operations
Typically a job would require a certain level of education.
Employers hiring for the contact center / operations job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and High School Degree in Business, Education, Management, Computer Science, MBA, Technical, Healthcare, Business/Administration, Leadership, Communications
Skills for Contact Center / Operations
Desired skills for contact center / operations include:
Healthcare industry
PBM
Contemporary contact center systems and procedures
Products and services offered by competitors
Policies
Available techonologies
Best practices and work processes that have potential to improve customer needs
CRM’s and Chat
End to end processes
Excel
Desired experience for contact center / operations includes:
Management and executive leadership of customer service and consumer sales call centers (7 years)
Establishing training and development plans (5 years)
Developing Web-enabled sales and service programs (2 years)
Strong knowledge of current technology and industry concepts, trends, and directions
Progressive experience leading change management plans and directing a large organization through business- driven changes
Ability to consult to senior leadership
Contact Center / Operations Examples
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Contact Center / Operations Job Description
Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of contact center / operations. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for contact center / operations
- Implementing continuous process improvements for call handling to increase productivity, quality, profitability, and enhance employee engagement
- Contribute to developing the strategic focus and analysis of key business opportunities
- Monitor ACD/IVR applications and phone switch needs and contact servers
- Create, edit and inactivate agent and supervisor accounts as needed
- Add or change recorded emergency announcements in auto-attender & IVR telephony platforms as needed
- Set system security policy on supported platforms
- Develop, manage, and implement call flow for ACD/IVR in support of business call flow needs
- Manage the implementation of call flow changes
- Ensure training plans are developed and administered for users, and participates and maintains continuing education/certification for contact center trends and technologies
- Evaluates and recommends to management new software and hardware solutions with participation of various business and other stakeholders
Qualifications for contact center / operations
- Ability to analyze and diagnose problems and to gain buy-in for complex cross-departmental solutions
- Call Center leadership / management
- Deep understanding of outsourced contact center relationships
- Lean / Six Sigma training / certifications (green belt)
- Experience in managing outsourced contact center operations from either a service delivery or customer perspective
- Experience in start-up processes for contact center operations is a plus
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Contact Center / Operations Job Description
Job Description Example
Our company is hiring for a contact center / operations. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for contact center / operations
- Responsible for accurate inventory of licenses and appropriate version/release levels for all applications in use
- Planning, managing and supporting ACD/IVR applications upgrades
- Oversee project management and change control for all internal system and component changes
- Designs new desktop solutions by analyzing requirements
- Perform tier 1 production desktop support for contact centers
- Operational and Financial Reporting, Benchmarking and Analysis
- Partner with BI Team, and SFO to prepare monthly and quarterly reporting
- Conduct in depth analysis of trends to identify operational issues throughout all departments' provide recommendations and summaries to Senior Leadership on a regular basis
- Validate report results and ensure consistence in the data
- Track relevant key metrics and drive action items based on variances to goal
Qualifications for contact center / operations
- College Degree or equivalent with 5+ years of leadership experience demonstrating progressively larger scope of accountability
- Prior experience leading a sales force
- Preference leading an insurance related team
- 5+ years of demonstrated experience in call center operations
- Ability to communicate in a highly professional manner and able to collaborate with other senior leaders
- Experience in conducting functional analysis of call center departments for process reengineering
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Contact Center / Operations Job Description
Job Description Example
Our growing company is searching for experienced candidates for the position of contact center / operations. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for contact center / operations
- Develop and maintain a benchmarking inventory of key metrics and new ideas from conferences, round table tec
- Analyze strategies initiatives to determine efficacy, and propose creative solutions to reach a goal or maximize an outcome
- Provide analysis prior to and following any new demand or requested operation changes from business partner
- Provide additional reports and analyzes to support the business as necessary
- Answer customer questions in a professional, helpful and timely manner
- Evaluate customer issues and coordinate activities between customer, dealer personnel, AHM field staff and National staff to resolve issues and achieve customer satisfaction
- Determine if/when use of goodwill is appropriate
- Thoroughly capture and document customer contact data to ensure accurate Voice of the Customer reporting
- Building a lean, high performance international organization with relentless customer focus that concentrates on added value
- Providing services that are world-class for timeliness, flexibility, scalability and cost efficiency
Qualifications for contact center / operations
- Information technology industry is preferred
- Previous experience in HR, payroll, or benefits administration is a plus
- Drive process improvement projects to successful completion is a plus
- 5 to 15 years combination Business Analyst, Reporting Analyst, Financial Analyst, Project Management experience requires with process dimensions
- Demonstrated excellence in leadership, problem solving, partnership communications, persuasion and negotiation
- Strong analytical skills with a demonstrated ability to extensively analyze business and financial data
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Contact Center / Operations Job Description
Job Description Example
Our company is growing rapidly and is looking to fill the role of contact center / operations. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for contact center / operations
- Fostering a spirit of collaboration alongside courage, integrity and passion in all aspects of the Team’s activities
- Ensuring services continuously improve and enhancement projects deliver their benefits
- Ensuring service reliability and quality commitments are met – delight the customer by exceeding the service the business signs up for
- Having appreciation for working in a multicultural environment at a global scale
- Collaborate with company and property executives
- Collaborate with the Revenue Management and Direct Marketing departments to ensure effective implementation of promotions and offers, and confirm effective communication and training to agents in advance of the offer’s availability to the public
- Collaborate with Global IT Team, Site Leaders, and Business Units to ensure Global Readiness for IT Insourcing and Enhancements- telephony components emphasis
- Document Business Needs / Requirements for Insourcing/ Telephony Releases
- Call Quality Monitoring
- IVR (phone menus)
Qualifications for contact center / operations
- Demonstrated ability to complete detailed process maps and develop business requirements
- Demonstrated ability to facilitate workshops and focus groups
- Demonstrated finance sills in budgeting, forecasting and variance analysis
- Demonstrated ability to quickly establish interpersonal relationships and build partnerships with teammates at several levels in the organization and with vendors
- Demonstrated ability to obtain stakeholder agreement and negotiate changes with stakeholders at multiple levels in the organization within and outside of Client Contact Center
- Demonstrated strong verbal and written communication skills and ability to tailor communications to unique situation
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Contact Center / Operations Job Description
Job Description Example
Our company is looking to fill the role of contact center / operations. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for contact center / operations
- Talent management including hiring, development, and performance management for the contact center team
- Respond to high-level, escalated customer issues as triaged by coaching and supervisory teams
- Establish and maintain cross organizational relationships with business partners that align with company goals
- Managing and developing 3 to 5 direct reports
- Prioritizing activities and streamlining the workflow to ensure timely and efficient delivery of service
- Assessing staffing, hiring, and training needs
- Using contact center reports to proactively analyze and respond to trends
- Make decisions about client requests that enable a win for the client while maintaining company bottom line
- Develops strategic plans and provides leadership to ensure the organization meets established goals
- Lead, motivate and develop management staff in assigned operational areas
Qualifications for contact center / operations
- Demonstrated ability to bring clarity to ambiguous assignment
- Demonstrated ability to be flexible and effectively manage multiple priorities
- Demonstrated ability to readily recognize issues that require escalation to the management team
- Demonstrated ability to achieve desired results with strong attention to detail and quality
- 10% Travel required (during projects may be higher
- Experience in call center environment preferred